1. Get your trade-in estimate

When buying an eligible product on the Sony Store, you may be offered a trade-in option.

Select your product model, choose its condition (Excellent / Good / Poor) and enter the serial number if you have it.

You’ll see an estimated trade-in value based on what you’ve told us.

2. Buy your new headphones (add to your order)

Add the trade-in to your basket and complete your purchase as usual

3. We email you a free DPD label after delivery

After your new product is delivered, our partner Yusen logistics will email you a free DPD returns label.

4. Send us your trade-in

Pack your trade-in item securely, attach the label, and drop it off at your nearest DPD drop-off point within 15 calendar days of receiving your order

5. We check your trade-in item and pay you

Once we receive your trade-in, we’ll inspect it to confirm its condition.

If everything matches what you told us, we’ll pay your trade-in value within 7 working days of inspection.

If there’s a problem, we’ll contact you to explain your options.

Information Provided by you

1. What do I do if I can't find the serial number?

• No problem, just put any value in the serial number field and we will check your serial number when we receive your item.

2. What happens if I put the wrong serial number in?

• As long as the product is the correct product and it is not imported, we will still process your trade-in and it will not affect your trade-in value.

2. What do I do if I am not sure which condition to put

• If you are unsure which condition to put, please use your best judgement based on the guidance provided.
• Don't worry, we will check your item when we receive it, if we find your trade-in item is in a better condition, we will still pay you the higher trade-in value.

Sending your trade-in item back

1. How long do I have to send my trade-in item in?

• Your trade-in item must be dropped off at a DPD location within 15 calendar days (excluding national holidays) of delivery of your new Sony product.
• If this deadline is missed, we may decline payment and offer to return the item to you at your cost.

2. What happens if I do not receive the trade-in returns label?

• Please check your spam for an email from 'Yusen-logistics'.
• Alternatively, If you have the returns label included with your new order, you can use this to send your trade-in item to us.

3. What happens if I do not send my Trade-in item in?
   If we do not receive your trade-in item we will not make a payment to you for it.

Lost items

1. What happens if I send the trade-in item back and it gets lost in the post.

• When you drop off your trade-item at a DPD drop off point, it should be recorded in the DPD system..
• If you are not notified of your item being received by Sony within 7 working days, please reach out to us and we will check it out for you.
• If your item has been truly lost then we will honour the trade in estimated provided to you.

• What happens if you receive an empty box / wrong product or  the product is damaged?

• When we receive your trade-item package, if it is empty, does not contain the correct product or is damaged, we will reach out to you to discuss the matter.
• We will investigate each incident and treat on a case by case basis.

Estimation and Payment

1. How much will I get paid?

• We will check the item when we get it back.
• If it matches the condition stated then we will pay the estimated value.
• If the condition does not match, we will make you a revised offer.
• If you do not wish to accept the revised offer, we will offer to return the trade-in item to you, at your cost.

2. How long will it take to get paid?

• Once we receive your trade-in item, we aim to check your item within 5 working days, this may be longer during busy times.
• Once checked we will send a payment within 7 working days.

3. How will you pay me for my Trade-in item?

• We will make a payment against your original payment method, this may appear as a partial refund on your order.

4. What happens if I do not receive my payment?

• If you do not receive notification of your payment within 12 working days of us receiving your trade-in item, please reach to us and we will check this for you.

Trade-In product condition or item does not match

1. What happens if I return the wrong item?

• If you send a completely different product from the one you registered for trade-in, Sony will not make a payment and will offer to return the item to you at your cost.
• If you send in a different coloured product variant, we will still process your trade-in and make a payment, where applicable.

2. What happens if the trade-in item is in a poorer condition than I stated?

• We will reach out to you with a revised offer for your item.
• If you do not wish to accept the revised offer, we will offer to return the trade-in item to you, at your cost.

Returning your new product

1. What happens if I want to return my new Sony product?

• Your rights to return your new Sony product are unaffected by trade-in.
• You are still able to return your new Sony product within 30 days of delivery.
• If you have already been paid for your trade-in we will deduct the value from your return payment.
• If you have not sent your trade-in item in, please do not send it in.

Imported products

1. Do you accept Imported products?

• We do not accepted imported products (products not originally sold or designed for sale on the UK and EU markets).
• We will check your item to see if it has been imported.
• We will offer to return the item to you if it has been imported.

TERMS AND CONDITIIONS

1. Deadline for sending your trade-in

• Your trade-in item must be dropped off at a DPD collection location within 15 calendar days (excluding national holidays) of delivery of your new Sony product.

• If this deadline is missed, Sony may decline payment and offer to return the item to you at your cost.

• If you don’t accept the return offer within 14 days, Sony may responsibly recycle it.

2. Failure to send your trade-in item

• If Sony does not receive your trade-in item, no trade-in payment will be made.

3. Imported products

• If, upon inspection of the serial number, Sony determines that the product was imported from outside the UK/EU and was not designed for sale in the UK market, Sony will not make a trade-in payment.

• Sony will offer to return the product to you at your cost.

• If you don’t accept the return offer within 14 days, we’ll responsibly recycle it.

• Valid serial number ranges for UK/EU non-imported products are as follows:

Trade-In product: WH-1000XM5

4.  Serial number

• If the item received matches your registered 'trade-in' product, but the serial number does not match the serial number you provided, Sony will still process the trade-in unless the serial number indicates the product was imported (see clause 3).

5. Incorrect trade-in item

• If you send a different product to the one you registered for trade-in, Sony will not make a payment and will offer to return the item to you at your cost.

• If you don’t accept the return offer within 14 days, Sony may responsibly recycle it on your behalf.

6. Condition of your item

• The estimated trade-in value is based on the accuracy of the information you provide regarding the condition of your trade-in product.

• Sony reserves the right to inspect the item and confirm its condition.

• If Sony determines that the condition differs from that stated, Sony may offer a revised, lower amount or, in some cases, decline to make any payment.

• If you do not accept any revised offer, Sony will offer to return the product to you, with return shipping payable by you.

• If you don’t accept the return offer within 14 days, we’ll responsibly recycle it.

7. Return of your new Sony product

• If you return your newly purchased Sony product, the trade-in offer will be withdrawn and no further trade-in payment will be made.

• If you send your trade-in product after returning your newly purchased product, Sony may refuse acceptance of delivery.

• If Sony has already paid your trade-in value and you subsequently return your new Sony product, Sony will deduct the trade-in payment from your refund.

• If you have already sent your trade-in item to Sony and have not been paid yet, Sony may:

1. Refuse acceptance of delivery

or

2. If already received, offer to return it to you at your cost

or

3. Pay you for your trade-in item and deduct the estimated trade-in value from your refund of your original order, subject to confirming the condition of the product.

• If you don’t accept the return offer within 14 days, Sony may responsibly recycle it.

YOUR CONSUMER RIGHTS (UK LAW)

Statutory rights

Your statutory rights under UK law are not affected, including:

• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• The Consumer Rights Act 2015.

Right to cancel (cooling-off period)

If you purchase your new Sony product online, you have the right to cancel your order within 14 days of receiving the product, for any reason and without giving a reason.

If you cancel:

• You must return the new Sony product in accordance with Sony’s returns process.

• If you have not yet sent your trade-in item, you should not send it; the trade-in will be automatically cancelled.

• If Sony has already received your trade-in item, Sony will arrange its return to you or agree alternative arrangements with you.

Faulty products

If your new Sony product is faulty, not as described, or not fit for purpose, your rights under the Consumer Rights Act 2015 apply in full.

This may include a right to a full refund within 30 days, or a repair or replacement thereafter.

If you exercise these rights, the trade-in will no longer apply and Sony will arrange the return of your trade-in item where applicable, in accordance with clause 7 above.

Relationship between purchase and trade-in

The trade-in is a separate but linked transaction to your purchase of the new Sony product.

Cancelling or returning your new product does not reduce your statutory rights but will result in the trade-in being unwound in accordance with these terms.

No liability for declined trade-in

Sony shall not be liable for any loss or inconvenience arising from a declined trade-in, revised valuation, or failure to meet the trade-in requirements set out above.